We were booked for 6 nights 18-24 July 2014. The booking was made in Australia on
24 January with the hotel direct, first by phone, then followed up in writing. We requested the sole use of a family room for 2 people at the family l room rate. with a request for a double bed and a sofa instead of 4 beds. This was confirmed to us in writing, at EU180.00 with a request for one night deposit, which was promptly paid. Shortly before leaving Australia on 10 June we reconfirmed our accommodation and were guaranteed the sole occupancy of the family room.
We checked in the hotel on 18 June at about 5pm to be greeted by the reservation staff member - Mr. Cesare Picozza - we had been corresponding with and escorted to our room. As soon as the door was opened we realised the room was a small size double room and not the one booked by us .
We immediately queried the room type to be told that un fortunately our original room was not available and had been sold. A two days wait was required to occupy the room booked by us.
Mr. Picozza apologised advising he was not personally responsible for the mishap but rather the hotel owner himself, hence he could not argue the case.
We were disappointed and not prepared to put up with the inconvenience feeling betrayed by the good faith placed with the hotel and the money entrusted with them to hold the room which had been guaranteed to us. We walked out and checked ourselves into another hotel in the same street, not before requesting that full refund of the deposit paid be made to us for breach of promised and misappropriation of funds collected to secure accommodation the hotel was unable to provide..
Mr. Picozza indicated that whilst he fully agreed with us he was unable to take any action without first referring to the owner - Mr. Kevin Lewis - who would be in the following morning.
We called in next morning asking to speak to Kevin Lewis, to be told the file had been passed on to him and his response had been a flat -NO - he was not in the least interested of the circumstances and was not prepared to refund any deposit.
We tried to make contact with the Kevin Lewis repeatedly during our stay and eventually came across his sister Brenda, who listened to us sympathetically, took copies of the file and said she would contact her brother to try to sort out the issue. We never heard back from her either.
We followed the matter up in writing upon our return to Australia and e-mailed on 06 August requesting a response within 48hrs. to avoid legal action. We had in the meantime sought
advice from the European Consumers Commission, explained the case, and were advised we were in the right to pursue the matter further in accordance with the Tourism Act in force which protects consumers from failure to receive goods and services confirmed and paid for.
This review should serve as a warning to prospective future guests of Residenza Ludovisi and make them aware of the unreliable and dishonest practice they may encounter in dealing with this property - run by an expatriate New Zealander - who, with his unethical and illegal behaviour, is contravening the European Union Tourism codes of ethics article .
Tel.: +61 419822545
MUCH TO OUR DISAPPOINTMENT AND ANGER WE CHECKED OUT IMMEDIATELY AND FOUND ALTERNATIVE ACCOMMODATION NEARBY NOT BEFORE
- Official Description (provided by the hotel):
- Located in the historical centre of Rome, the “Residenza Ludovisi” has 9 beautiful rooms, entirely restored that offer our guests a relaxing and comfortable stay.Surrounded by thousand-year-old history and exciting cultural fervor, this newly esablished designer apartment hotel opens up in the heart of Rome.Residenza Ludovisi is an exclusive lodging option that captures guests with its elegant designer hotel features, tempts them with its modern amenities, and conquers them with its prestigious location in the city center of Rome, a stone’s throw from Via Veneto. ... more less